Customer Success Manager - US

Customer Success Manager

You will manage a national portfolio of Spyne dealers - on the East Coast, the West Coast, and everywhere in between, who use Studio AI to shoot and publish their inventory faster, and Vini AI to handle inbound sales and service calls without adding BDC headcount. Your job is to make sure every one of them sees the value clearly enough that walking away is never a consideration.

This is not a remote role. You will be in dealerships most mornings - sitting with internet directors, walking the lot with GMs, running through call analytics with BDC managers. The relationship you build in person is what earns you the right to ask for expansion business and referrals.

You own three things: retention, adoption, and expansion. All three require being present, being sharp on the product, and being trusted enough that a dealer calls you before they call anyone else.

What this role is not:

It is not a call-center job. Your most important conversations happen face-to-face at the store, not on a Zoom. It is not a post-sale admin. You are accountable for revenue - retention revenue, expansion revenue, and setting up referrals. You are measured like it.

You are the face of Spyne for every dealer in your national portfolio. When a dealer has a serious problem anywhere in the country, you are the person they reach. You need to be able to handle that.

Job Responsibilities

Retention — making churn a non-event

• Own a national portfolio of 50–70 active dealer accounts across the US. Know the health of every account — regardless of timezone — usage trends, adoption by department, satisfaction signals, and renewal timeline.
• Proactively identify at-risk accounts before they raise a cancellation flag — a GM who stopped returning calls, a Studio usage drop, a Vini answer rate decline. Get ahead of it.
• Run structured Quarterly Business Reviews with dealership leadership — GMs, dealer principals, internet directors — presenting ROI data and next steps, not just relationship check-ins.
• When an account escalates — a product failure, a billing dispute, a competitor conversation — you own the resolution end to end. You do not hand it off.

Adoption — making the product stick

• For Studio AI accounts: monitor inventory photo quality scores, VDP coverage, and time-from trade-to-published. When a dealer's lot team isn't using the product correctly, you train them or bring in support.
• For Vini AI accounts: review call performance data weekly — answer rate, appointment booking rate, escalation rate, missed call recovery. When the numbers drop, you diagnose whether it's a config issue, a training issue, or a product issue, and route accordingly.
• Train new staff at the dealership whenever there's turnover — which in automotive is constant. A GM who left and took their Spyne champion with them is a churn risk within 60 days without your intervention.
• Build relationships across the dealership, not just with the one person who signed the contract. Internet director, BDC manager, service manager, F&I — each department uses Spyne differently and each one is a retention anchor.

Expansion — growing the account

• Convert Studio-only dealers to Vini — identify accounts where the BDC is understaffed, call volume is high, or the GM has mentioned staffing costs. Build the case and bring in Sales to close.
• Move single-rooftop dealers to multi-rooftop or group agreements when the relationship is strong and the product is performing. You surface the opportunity; you and Sales close it together.
• Identify cross-sell opportunities for new Spyne products as the platform expands. Your dealer relationships are the distribution channel.
• Generate referrals actively. A dealer who is genuinely happy with Spyne will introduce you to the dealer principal next door. Ask for it.

Field presence — the work that makes everything else possible

• Visit dealers in your portfolio daily. Not every account every day — but someone, somewhere, in person, every morning.
• Maintain a visit cadence: high-risk and expansion-target accounts weekly, healthy accounts monthly, all accounts at minimum quarterly in person.
• Represent Spyne at automotive events, state dealer association meetings, and 20 Group sessions across the country where your customers are already gathering.
• Feed field intelligence back to Product. You will hear what dealers want before Product asks. Write it up, quantify it across your portfolio, and get it into the roadmap process.

What success looks like

• Retention: 95%+ gross revenue retention across your portfolio at 12 months
• NPS Dealer NPS of 50+ across your book, measured quarterly Expansion
• 20%+ net revenue retention — you grow accounts, not just protect them
• Coverage: 100% of at-risk accounts flagged and actioned before renewal date
• Playbook: Onboarding-to-adoption playbook documented and repeatable within 90 days
• Referrals: At least 3 qualified referrals generated per quarter from satisfied accounts

Who you are

• 4+ years in customer success, account management, or a customer-facing role at a SaaS company - with a book of business you owned and outcomes you can speak to with numbers.
• Comfortable in a dealership. You do not need an automotive background, but you need to be able to walk into a showroom, ask to see the GM, and have a credible conversation about their business without preparation.
• Data-fluent. You read adoption dashboards, pull your own reports, and walk into QBRs with a point of view — not just slides your manager prepared.
• Self-directed. You manage your own calendar, your own visit schedule, and your own account prioritisation. Nobody tells you which dealers to visit this week — you know.
• A closer. When the renewal conversation is hard, you stay in it. When a dealer is talking to a competitor, you find out why and address the real reason, not the stated one.
• Based in Dallas — by choice, not coincidence. You are on a plane roughly 20 days a month visiting dealers across the US. If that cadence is not something you want, this is the wrong role.

Bonus

• Experience at CDK, Reynolds & Reynolds, VinSolutions, DealerSocket, Elead, or any other automotive SaaS company — you already know how dealers buy, renew, and churn.
• Familiarity with BDC operations: how call queues work, how dealers staff their phone teams, what a BDC manager cares about at 9am on a Monday.
• Experience with conversational AI or voice AI products — you understand what good call performance looks like.
• An existing professional network in the US automotive market — dealer group contacts, DSO relationships, or industry connections that give you a warm introduction in markets you are visiting for the first time.